IP address change good; notification procedure pathetic!

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  • Updated 10 years ago
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Sorry but the title line says it all.

1. You know subscribers and free users e-mail addesses.
2 You know the email addresses of those who own domains through you.

Even if this info is in seperate databases, a cross database query to find who needs updating is a simple matter! (I'm a DBA so please no excuses on this, and network controler [CCNP]). You should have notified your clients of the IP change by e-mail not left then sitting around wondering what you are up to. You can not expecy ALL users to look in the community forum for the answer.

Action taken to combat DoS = Justified.
Customer care = pathetic.

Not all ysers live in the US and some (line myself ) require domains you can not supply (in my case ,co.uk). Ho what is is to be not Americcan ans so considered 2nd class.

My personal view!

Rob Bradford.
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  • Disgusted

Posted 10 years ago

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Monique, VP of Customer Support

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Official Response
Hi Rob.B

I would just like to add to what Laura has said. As the head of customer service at Yola, it is like a knife right through my heart to hear customer care described as "pathetic". But I don't disagree with you one bit. The fact that we were unable to get an email out sooner in this situation is wholly unacceptable.

When this is all over, I am going to scrape myself up off the floor, take a few deep breaths and do everything in my power to make sure that this never, ever happens again.

While I am disappointed with myself for not having a better communication system in place for an emergency of this scale, I am extremely grateful to the Yola support team (and other Yola staff) who have literally worked themselves into the ground to ensure that everyone who emails us, or posts to Get Satisfaction, Facebook or Twitter gets a prompt and personal response.

Yola customers: as the head of customer service at Yola I am so deeply sorry and vow to do better.

Yola support team: I am at a loss for words to tell you how grateful I am to what you have done and continue to do to reach out to our customers in the midst of this horrible situation.